In recent years, the landscape of shopping in German supermarkets has undergone a significant transformation, particularly with the rise of self-checkout (SB) counters. Retail giants like Rewe, Edeka, Aldi, and Lidl have embraced this trend, leading to a notable increase in the number of self-service options available to customers. However, this shift has not come without its challenges, as new security measures are being implemented to combat theft and ensure a smoother shopping experience.
According to Frank Horst from the EHI Retail Institute, the turnover from SB counters has nearly doubled in the last decade, reflecting their growing popularity. "We notice a doubling every two years," Horst stated in an interview with BuzzFeed News Deutschland. He emphasized that while the revenue generated by these counters has surged, so too have the losses associated with them. Retailers are now investing in various surveillance measures to monitor these self-service areas effectively.
One recent development that has raised eyebrows among customers is the installation of exit gates at SB counters, which require shoppers to scan their receipts before leaving the area. This practice, which some customers find frustrating, is becoming increasingly common. A Rewe customer recounted her experience at a newly opened store, stating, "I was told I could only exit the self-checkout area if I scanned my receipt. Many customers stood confused in front of the barrier, which felt like an extreme security measure."
Horst explained that these exit gates serve as a deterrent against theft, noting that many retailers have retrofitted their stores with these gates in response to rising theft incidents. "These gates are a standard measure to reduce theft at SB counters," he said. The implementation of such gates is influenced by the specific security needs of each location and the willingness of retailers to invest in these technologies.
There are three types of exit gates being utilized: those that open automatically, those that require a scanned receipt from the customer, and those that only open for customers who have completed a transaction at an SB counter. The latter option is particularly interesting, as it employs new technology to track customers as they move through the store. Horst described this as a "psychological barrier," explaining that while it doesn’t guarantee that all products are paid for, it discourages customers from leaving the self-service area without paying.
Social media has been abuzz with reactions to these new measures, with many users expressing their frustrations. One Reddit user, @Ser_Salty, vented, "These receipt scanners are the worst! Holding the receipt at the right angle is impossible." Another user, @Boing78, shared similar sentiments about an Edeka exit gate, stating, "Our local Rewe doesn’t have a barrier, which makes things easier."
In addition to the exit gates, a recent TikTok video captured the attention of many, showcasing a store detective monitoring customers at an Edeka self-checkout in Regensburg. The video revealed how a camera filmed customers from above, allowing the detective to observe every item being scanned. "I never thought self-checkout counters were monitored so closely," remarked the YouTuber Tomatolix, who shared the video on TikTok. Horst confirmed that losses at SB counters can be up to 30 percent higher than at traditional checkouts, making surveillance a priority for many retailers.
While the presence of store detectives is not common in every supermarket, Horst noted that exit gates are becoming a standard theft protection measure. The technology behind these gates is evolving, with systems like ITAB's 'Sesame' employing artificial intelligence and sensors to track customers in the self-service area. Klaus Schmid, Senior Vice President of ITAB Germany, explained that the system captures both body size and shape, allowing it to identify individuals without the need for facial recognition. This technology is currently in use at around 200 retail locations, including supermarkets and DIY stores.
Despite the technological advancements, the overall experience at SB counters can be less than ideal for some customers. Many shoppers have reported feeling uncomfortable during the frequent checks that occur after they complete their transactions. One customer expressed their frustration, stating, "I find it outrageous how Rewe handles these situations. Standing there while my purchases are checked can be quite humiliating, especially when others might assume I’m a thief."
Another customer shared that they avoid using SB counters altogether due to these experiences, saying, "I wouldn’t wait even ten minutes for a check. I just walk out; that’s how you see how fast the staff comes to help." Some customers have even suggested that Rewe should place signs warning shoppers about the possibility of being checked, to alleviate any surprises.
However, not all feedback is negative. Some customers appreciate the convenience of SB counters, with one stating, "I enjoy using the self-checkouts, and since I don’t steal, I have no problem with the monitoring." Another echoed this sentiment, saying, "Those who are honest shouldn’t feel uncomfortable."
As the trend of self-checkouts continues to rise, retailers will likely keep refining their approaches to security and customer experience. With the balance between convenience and security at the forefront of discussions, it remains to be seen how supermarkets will adapt to meet the needs of their customers while minimizing losses.
